Complaints

This profile includes complaints for Sonesta International Hotels Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sonesta International Hotels Corporation

  400 Centre St Newton, MA 02458-2094

• 

  Sonesta Columbus Downtown

  33 E Nationwide Blvd Columbus, OH 43215-2512

• 

  Sonesta Simply Suites Chicago Naperville

  27 W. 300 Warrenville Rd Warrenville, IL 60555

• 

  Sonesta Select Las Vegas Summerlin

  1901 N Rainbow Blvd Las Vegas, NV 89108

• 

  Sonesta Select Milwaukee Brookfield

  16865 W Bluemound Rd Brookfield, WI 53005

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. Im reaching out regarding my recent stay at your hotel, which was intended to be a joyous celebration of my graduation with a Masters degree in **************** Unfortunately, the experience fell far short of expectations and marred what should have been a special occasion for my family and **** booked two rooms for this stay, Room 916 and Room 816, and both were unbearably hot throughout the night. To make matters worse, there was an infant in Room 909 who cried persistently, further adding to the discomfort and making it nearly impossible to get any rest.When I brought this issue to the attention of the manager the next morning, I was not met with the level of care or professionalism I had anticipated from a property of your reputation. Instead of an apology or assistance, I was informedquite dismissivelythat I should have called maintenance to switch the system from heat to air. As a guest unfamiliar with your HVAC setup, I would have expected better guidance or proactive measures to ensure comfort upon check-in.This dismissive attitude, combined with the lack of an apology or acknowledgment of the inconvenience caused, left my family and me feeling undervalued as guests. We had chosen your hotel based on its reputation for hospitality, which made this experience even more disappointing.I kindly request that you consider providing a complimentary stay for both rooms as a gesture of goodwill. This would not only help restore my faith in your brand but also allow us to enjoy the quality experience we had initially hoped for during such a significant milestone in my life. My confirmation numbers were 10054SE235452 and 10054SE235451 Thank you for your attention to this matter. I look forward to your response and resolution.

  Business Response

  Date: 12/23/2024

  Good Morning,

  Thank you for reaching out regarding your stay at The Royal Sonesta Chicago Downtown.  I have been advised that the Hotel General Manager has been in contact and has provided a resolution, by providing a voucher for a free stay that you may use for a future stay.

  Please let us know if you have any further question.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation to stay at sonesta suites one month ago. When I went to check in I was told that my name is on the do not rent list due to someone with the same name as me throwing a party at the establishment. They could not give me any other information on the incident besides the person having the same name as me. I never received any notice and have not received a refund.

  Business Response

  Date: 12/24/2024

  Good Morning,

  Thank you for contacting us about your concerns at the Sonesta ES Suites *********** We conversed with the General Manager who informed us that this reservation was made through a third-party vendor. Unfortunately, Sonesta did not receive any payment for this visit, but we did authorize the refund request.
  
  Kindly contact the company for which the booking was made and ask them for the refund. We have authorised the disbursement of those funds.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:12/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my stay at Sonesta Hotel ****************************** experienced the worst hospitality Ive ever encountered. On my first night, I repeatedly requested water, even coming down to the front desk in person, only to be told there was no complimentary water and that I had to purchase it separately. The receptionist refused to bill the water to my deposit, leaving me frustrated and feeling completely ignored. The room itself was another disappointmentdusty, poorly cleaned, and missing basic amenities like foam slippers, making it impossible to feel comfortable. To make matters worse, I had to call three times to request a basic toothpaste pouch. Even after going downstairs to follow up in person, I didnt receive it until later in the afternoon when I returned from brunch.Things only got worse at checkout. I was informed that parking fees and a $20 per night forced "Destination Fee" would be deducted from my deposit, none of which was explained to me during check-in. When I was leaving, the receptionist casually said, Youre free to grab something now, as if I was expected to eat or drink at her convenience. It felt insulting, especially since she knew I was checking out at that moment and my cab was waiting outside. Why was I not told about this the night before or on the first night, when I was so thirsty and repeatedly asked for water? To top it off, when I later called to dispute these charges, the receptionist coldly told me, Do whatever you want, its going to get charged. That unprofessional and dismissive attitude was the final straw, and I checked out early at 6:00 AM the next morning just to escape the experience.This entire ordeal felt like a scam. The lack of transparency, poor service, and unprofessional behavior caused unnecessary stress and ruined my trip. I am requesting a full refund of $441.57, which includes $291.57 for the room and the $150 deposit. Its only fair, given how miserably the hotel failed to meet even basic standards.

  Business Response

  Date: 12/20/2024

  Good Morning,

  Thank you for reaching out and provided your feedback regarding your recent stay at the Sonesta Downtown ************************************  We have reached out to the Hotel leaders and have been provided with a resolution please see below:

  I would be happy to adjust off his destination fees amounting to $46.55.  His Room and Tax are prepaid by Expedia, if the guest is looking to have a refund for his stay he will need to contact Expedia. The $150 that he mentioned is a preauthorized amount taken during check-in for incidentals and would just eventually fall back into his account in the next few days, depending on his Financial Institution, meaning, he will not see a refund on that amount as it was only a pre-authorization.

  If you would like to dispute this decision please contact the hotel directly at ************ and speak with the General Manager.

  Thank you

  Guest Relations 

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear Sonesta Guest Relations,
  
  Thank you for your response, but I am deeply disappointed with how my complaint is being handled. Your attempt to shift responsibility to a third-party booking platform demonstrates a lack of accountability for the core issues I experienced during my stay. Regardless of how the booking was made, the poor service, lack of basic amenities, and unprofessional behavior of your staff are entirely your responsibility. Instead of addressing these concerns, it seems your team has chosen to deflect blame, which is not an acceptable resolution. And to be clear I never used Expedia!
  
  It is also clear that little to no effort has been made to properly investigate my complaint. My issues go beyond a simple refund of destination fees or the pre-authorization for incidentals. The service I received was far below the standards of what any guest should expect, and your dismissive response only adds to the frustration I experienced during my stay. I tried addressing my concerns with your staff directly at the hotel, but they were disrespectful and unhelpful, leaving me with no choice but to escalate this matter further.
  
  I expect a resolution from you, not a redirection to other platforms or personnel. I am requesting a full refund of $291.57 for the booking and the return of the $150 pre-authorization that was unjustifiably held. Please ensure that this refund is processed promptly to the same account used for the pre-authorization. If you require additional information, I am open to discussing this over the phone, but I will not engage further with your hotel staff. I trust you will take the necessary steps to resolve this matter immediately.
  
  Sincerely,
  ******** *****
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/23/2024

  Hello,
  
  
  Thank you for your feedback about the staff; we will make sure to provide appropriate training and follow-up for them. Regarding your refund, you must contact Expedia since they processed your booking. Unfortunately, we did not gather any funds for your accommodation, so you will need to discuss your refund request with them.
  
  Regarding your incidental fee, all Hotels impose these charges as a hold to safeguard the integrity of the establishments. Your banking institution will remove these holds, which may take up to 30 days depending on your bank. Regarding the hold on our side, I can verify that it has been lifted, and I recommend that you contact your bank concerning these charges.
  
  Thanks

  Guest Relations

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Dear Guest Relations,
  
  It is evident from your response that my concerns have not been given the attention they deserve, despite my clear efforts to explain the situation. I did not book my stay through Expedia, and your repeated attempts to deflect responsibility only reinforce the impression that you are unwilling to take accountability. This disregard for accuracy and transparency is both unprofessional and unacceptable.
  
  If you are uncertain about the booking platform, it is your responsibility to verify my details with the third party and process the refund for the full amount of my stay. As I have repeatedly stated, the issues I experienced during my stay were entirely within your control, and the poor service I received was a result of your hotels mismanagement, not the booking process.
  
  I have not received sufficient attention or resolution from your side, and it seems clear that customer satisfaction is not a priority for your organization once youve collected payment. I am requesting again that you process a refund for the entire booking immediately and demonstrate some level of responsibility toward resolving this matter.
  
  
  Sincerely,
  ******** *****]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I checked in on 12/3/24 and was given a room on 3rd floor. Within a couple hours or room was infested with lady bugs. I know they are harmless but it's gross to try and nap with them crawling on you. The sheets also on the bed were filthy as I have a picture. The heating unit wasn't properly working as if you set it at 75 or higher it would blow hot air but if turned it down the ac would constantly run. I notified the manager who said engineering would look at it. Several hours he came upstairs and took unit off wall and was checking the side unit. He then said its because the heat is high so will blow air conditioning until it's cool. We explained what is going on again and he started yelling and swearing at us and slammed the unit back on wall and said I'm not fixing any rung and slammed door while walking out. We then went downstairs to talk to mgr who said she's sorry and moved us. The new room was the same and blew cold air all night and woke up sick due to it. We had to turn it off just to get warm. I contacted corporate who said to contact *********** who said to contact property back and forth and would just like my refund due to negligence and getting me sick

  Business Response

  Date: 12/06/2024

  Good Afternoon,

  Thank you for reaching out regarding your recent stay.  In order to assist you, please provide the hotel location, the full name on the reservation and the confirmation number.  Once we have these details we will investigate your concerns and return with a resolution.

  Thank you 

  Guest Relations 

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  So i am responding to my complaint for reservation 4311649820 that was made via *********** and paid at hotel for sonesta select suites Nashville airport. ************************************* on dec 3 under ******* *****. The response just said they would look into it and get back to me so would like more assistance 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 12/12/2024

  Good Afternoon,

  Thank you for reaching out regarding your extra charges.  I have confirmed with the General Manager that a refund was provided in the amount of $94.00 on 12/04/2024.  If this isn't the case I would ask that you contact the hotel at ************ and ask for the *****.

  Best Regards 

  Guest Relations 

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked with this hotel from a credit card company. Staff named ****** refused to help me. Placed me on the phone for ************************************************************************************************************** the system. She refused to talk to *********** customer service 3 way call to get it figured out. And screamed on the phone called me a liar and was hostile screaming at me until I hung up. I was afraid to go into the establishment alone and had to have my credit card company advocate on my behalf to help me get the room and bring my boyfriend as a witness because I was afraid she was going to call the cops on me and say I was hostile or threatened her or something. I am disabled, ambulatory wheelchair user, and chronically ill. The phone call started because I was running late due to a flare up of my disease and wanted to seek if I was late if I wouldnt loose my room. It turned into a complete disaster after this call and made me feel unsafe. Im astonished by the way I was treated by this woman and cannot believe my credit card company had to advocate on my behalf to help me get a room. This place should not be running

  Business Response

  Date: 11/29/2024

  Good Afternoon,

  Thank you for reaching out regarding your latest stay.  In order to escalate your concerns can you please provide your reservation number and any details in order to find your reservation.

  Once we have this information we will move forward with our investigation.

  Thank you

  Guest Relations

• Initial Complaint

  Date:11/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Website defaulted to the day I was booking the room. I wanted the room for the following day. I called to explain early the next morning and was told the manager on duty would call me back. I was automatically charged the second night. When I arrived at the hotel I was told by the doorman that parking was expensive and recommended not to use valet, but to park myself. When I tried to check in there was confusion as I was told I had already been checked in the day before. Then they determined I was a no show.The bill was not presented to me in person and I was not aware I was being charged for parking and the charges I received on a text message do not reflect the charges I see debited out of my account

  Business Response

  Date: 12/02/2024

  Good Morning,

  We have been advised that the hotel has reached out to you regarding your concerns.  Can you please let us know if this has taken place, and if your concerns have been resolved.

  Thank you

  Guest Relations

• Initial Complaint

  Date:11/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a stay for $156 paid in advanced checked all the boxes, had our dog with us upon arrival & check-in, however when we went to check out they attempted to double charge us and add a $75 pet fee that was never displayed or mentioned at any part of booking or check-in, we ended up being charged $326; on top of it the person we dealt with, *****, was absolutely terrible: she was cold, callous, rude, and worst of all she was prepared like they do this to their customers all of the time.

  Business Response

  Date: 11/22/2024

  Good Morning,

  Thank you for reaching out and provided your feedback.  In order to assist you, we do require the reservation number and the full name on the reservation.  Once we have these details we will continue our investigation.

  Thank you

  Guest Relations 

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room at Sonesta Select ************ on November 7th, 2024 with checkout being November 8th, 2024 since my son was having surgery at ******************* in **** on the 8th. I reserved this room directly on ************************** as well. Upon entry into the lobby of this hotel there was an overwhelming smell of marijuana. The furniture in the sitting area in the lobby was very worn with noticeable rips/tears. A guest that was checking in before us was complaining about how they were issued a room that had construction equipment and bags in the room they had checked into. After being issued our room, upon entry into the room, I started noticing how unclean it was. There were huge stains all over the couch, the slider door to the balcony was extremely dirty, so much so that someone had previously written in the dirt on the slider the words help me. A lamp was stuck to an end table beside the couch by some dark sticky substance! There was all kinds of food particles/crumbs in the old air conditioner unit, a plastic fork in the fridge, the microwave had food spatter all over the inside. The bathroom floor had pubic hair all over. I decided to take my son down to the pool so he could hopefully enjoy that. The floors in the pool area were dirty with debris and dirt. The water was cold as well! The lounge chairs must have previously been outside as they had dried bird p*** on them! The lobby, hallways and elevators smelled horribly of marijuana. Since we were exhausted and had to get up very early for my sons surgery we just sucked it up and stayed. I complained to the front desk lady upon checkout about the condition of the room. She said she was sorry and that it was unacceptable in regards to the dirtiness of the room. I complained directly to ************************** and they stated they forwarded my message to the hotel. I never heard a reply from them. I paid a total of ****** for this room and feel that it should be refunded back to me for the condition of the room/hotel

  Business Response

  Date: 11/21/2024

  Good Morning,

  Thank you for provided your feedback for the Sonesta Select Detroit Novi.  I hope your sons surgery was successful and he is doing well.  After completing our investigation I do see that the Sonesta Guest Relations team reached out on 11/13/2024 with the following resolution please see below:

  Good afternoon ******;
  Thank you for reaching out to Sonesta Guest Relations. Were contacting you on behalf of our Sonesta Select *********************************** regarding your recent stay from November 7th to 8th, 2024.
  First, please accept our sincerest apologies for the delayed response and, more importantly, for the issues you faced during your visit. We are truly sorry that the condition of the hotel did not meet our standards, including the lack of proper room cleanliness, the odors throughout the property, and the malfunctioning amenities. We understand how these issues could impact your comfort and overall experience, and we deeply regret any inconvenience caused.
  In our efforts to make things right, we have credited ****** points to your Travel Pass account *********** for the inconvenience.
  Have a great day! 
  
  
  ******
  Sonesta Guest Relations 
  
  ************ 
  ************ 
  **********************************************************;
  Sonesta Travel Pass 

   

  Thank you

  Guest Relations 

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I did not ask for any points for Sonesta to be credited to my account and I also will never be staying at another Sonesta hotel, therefore the points are useless to me. I would rather the points be taken away and a refund instead. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 12/03/2024

  Good Morning,

  Thank you for bringing this to our attention, attached is a copy of your folio showing a full refund.  Please allow us to apologies and thank you for your feedback.

  Guest Relations 

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CHEKCED INTO SONESTA ES IN ******************, **. USED REWARD POINTS FOR STAY, THEY CHARGED ME 250 DEPESOIT. I THEN MADE AN EXTENTION FOR 1 DAY. THE HOTEL NEVER PROCESSED IT CORRECTLY AND THEN ATTENMPTED TO CHARGE ME FOR THE FIORST 2 NIGHT. THAT WAS DECLINED BUT THEN THEY CHARGED ME ANOTHER 250 DEPEOSIT. ISSUE IS THEY TOLD ME IT WAS DUE TO A NEW RESERVATION, THIS MEANS THAT THEY CHARGED MY CARD WITHOUT CONSENT, BECAUSE I NEVER SIGNED A NEW RESERVATION, I NEVER AGREEDED TO IT, THEY HAVE ZERO PAPERWORK FROM ME REGARDING THIS. THIS MEANS THE HOTEL IS JUST DOING WHATEVER THEY WANT WITH CARDS AND ARE ABLE TO CHARGE THEM WITH NO PAPERWORK. I NEVER SIGNED ANYTHING, I NEVER GAVE A CARD, THEY JUST SAID WE HAD TO SO WE USED THE ONE IN YOUR PROFILE, I NEVER FOUND OUT UNTILL AFTER THEY DID IT.

  Business Response

  Date: 11/19/2024

  Hello ******,

  It was great speaking with you over the phone today.  I am glad we were able to resolve your concerns and apologies for any delay in answering.  As mentioned on our call, the second incidental fee should be returned within the next 24 hours.  

  Please let me know if you have any other questions.

  Line King

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Sonesta select ******* in ******* on Nov 1st 2024 checked in and checked out on NOV 2nd.. was charged $123.93 for the stay which is fine but now i am being charged for a 2nd night on Wednesday Nov 13th which i didn't stay there i have been home all week.. in ******* which is a 3 hour drive.. I am not the only one that this is happening to.. other band parents that stayed there is having the same thing happen to them along with the marching band account we can't get anyone to help us.

  Business Response

  Date: 11/22/2024

  Good Morning,

  Thank you for reaching out and providing your feedback.  We have reached out to the hotel and they have provided you with a refund for your stay.  Please see the attached folio showing the refund.  This was processed on 11/18/2024 and can take 3 to 5 business days.

  Thank you

  Guest Relations